Técnico de Campo Soporte Impresoras (Buenos Aires)

Responsibilities: _
- Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
- Monitor the service event through completion for compliance.
- Manage the service requests of customers through different access channels.
- Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
- Leads in projects for process or quality improvements and documents changes.
- Works with escalated customers and drives actions in post incident reviews.
- Manages multiple tasks or cases simultaneously without supervision.
- Education and Experience Required: _ High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education
- Knowledge and Skills: _
- Superior communication skills both written and verbal
- Experience in customer facing role either remote or face to face
- Understands internal processes and tools
- Computer proficiency
- Problem solving skills
- Accuracy in data entry
- Excellent fluency in language to be supported.
- Experience in a phone based remote role
- Familiarity with computer technology
- Time management skills
- Oversee compliance with operating procedures and standards
- Advanced knowledgeable in call routing and case management processes and obligation systems.
- Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
- Organizational skills to manage workflow and tasks
- Process analysis and documentation
- Ability to mentor and train new agents
- Ability to participate or lead in projects for process or quality improvements

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